Refund & Returns Policy

Last updated: April 2025  |  Umandawa Onlien Store

1. Our Commitment

At Umandawa, we take great pride in crafting and delivering natural, high-quality products — from our heritage rice varieties and traditional curries to artisanal jams, herbal porridge mixes, coconut oils, hair oils, and spices. Every item is prepared and packaged with care.

If something is not right with your order, we want to hear from you and make it right.

2. Eligibility for Returns and Refunds

Because Umandawa sells perishable and consumable food products, as well as personal care items (such as hair oils), returns are only accepted in the following circumstances:

• The product arrived damaged or broken (e.g. cracked jar, broken seal)
• The product was leaking or the packaging was compromised during delivery
• You received the wrong product — one that differs from what you ordered
• The product was delivered with a manufacturing defect or visible contamination
• The product was significantly past or close to its expiry date at the time of delivery

3. Non-Returnable Items

The following items cannot be returned or refunded unless they arrive damaged or defective:

• All food products once opened — including jams, sauces, canned curries, coconut milk, kithul treacle, rice, spices, and herbal powders
• Personal care products once opened — including hair oils and wellness products
• Products that have been used, partially consumed, or tampered with
• Perishable products (such as yogurt, fresh milk, or butter) once delivered
• Gift packs that have been opened
• Products purchased during sale or special promotional events (unless faulty)

4. How to Request a Return or Refund

If your order qualifies for a return or refund, please follow these steps:

1. Contact us within 48 hours of receiving your order. Requests made after this window may not be accepted.
2. Email us at info@umandawa.lk with the subject line: Return Request – [Your Order Number]
3. Include the following in your email:
   • Your full name and order number
   • The name of the product(s) you wish to return
   • A clear description of the issue
   • Photographs of the damaged, defective, or incorrect item(s) and the outer packaging
4. Our team will review your request and respond within 2–3 business days.
5. If your return is approved, we will provide instructions on how to return the item (where applicable) or arrange a replacement or refund.

5. Refund Options

Once your return request is approved, we will offer one of the following resolutions depending on the nature of the issue and product availability:

Resolution	Details
Replacement	We will send you a replacement of the same product at no additional cost, subject to availability.
Store Credit	A credit equal to the value of the affected product will be added to your Umandawa account for use on a future purchase.
Monetary Refund	A refund to your original payment method, processed within 7–10 business days. Refunds are issued for the product value only; original shipping fees are non-refundable unless the error was entirely ours.

6. Return Shipping

Where a physical return of goods is required (for example, in the case of incorrect items):

• We will cover the return shipping cost if the issue was caused by our error (wrong item sent, manufacturing defect, or damage during packing)
• If the item must be returned and the issue is disputed, our customer service team will advise on the process
• Please do not return any item without prior approval from our team — unapproved returns may not be processed

7. Damaged in Transit

Umandawa takes care to package all products securely. However, damage can sometimes occur during courier transit. If your order arrives damaged:

• Take photographs of the outer packaging and the damaged product immediately upon opening
• Do not discard the packaging — it may be needed as evidence
• Contact us within 48 hours of delivery at info@umandawa.lk

We will work with you promptly to arrange a replacement or refund for transit-damaged items.

8. Order Cancellations

Orders may be cancelled within 2 hours of being placed, provided they have not yet been packed or dispatched. To request a cancellation, please contact us immediately at info@umandawa.lk or via WhatsApp.

Once an order has been packed or handed to a courier, it cannot be cancelled. In such cases, please refer to the returns process outlined above once you receive the delivery.

9. Perishable Products

Certain products in our range — such as fresh yogurt, buffalo milk, cow milk, goat milk, and butter — are perishable and have a very short shelf life. For these items:

• Please ensure you are available to receive delivery promptly
• We cannot issue refunds or replacements for perishable items that were accepted upon delivery but deteriorated due to improper storage
• If a perishable item was clearly compromised before you accepted it, please reject the delivery and contact us immediately

10. Rice, Spices, and Dry Goods

Our heritage rice varieties (including Suwandel, Kalu Heenati, Rathdel, Thanahal, Olu Rice, and others), spices, herbal powders, and dry goods are carefully weighed, packaged, and sealed before dispatch. If you receive a bag that is torn, unsealed, or short in quantity, please contact us with photographic evidence within 48 hours of delivery for a resolution.

11. Allergy and Dietary Information

Umandawa products are made with natural ingredients. While many of our products are free from artificial additives and preservatives, we cannot guarantee that any product is free from all allergens, as some items are produced in a shared environment. It is the customer's responsibility to review the ingredient list before purchase. We are unable to process refunds based on personal dietary preferences or allergies that were not communicated to us before the order was placed.

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